Customer Service Team Leader

Your new company

Hays are proud to be partnering with Aidacare for the recruitment of their Customer Service Team Leader vacancy.

Aidacare is one of Australia's leading providers of healthcare equipment and assistive technology, proudly supporting hospitals, aged care facilities, rehabilitation services, and community care since 1987. With over 1,200 staff and more than 75 locations nationwide, Aidacare is committed to delivering innovative, high-quality solutions that enhance the lives of individuals and empower healthcare professionals.

As a Customer Service Team Leader, you'll be joining a values-driven organisation that places a strong emphasis on empathy, operational excellence, and customer satisfaction. Aidacare fosters a collaborative and supportive work environment, offering comprehensive training, career development opportunities, and employee benefits including wellness programs and product discounts.

This is a fantastic opportunity to lead a passionate team, drive service excellence, and make a meaningful impact in the healthcare sector.

Your new role

As the Customer Service Team Leader, you will oversee a dedicated team focused on delivering exceptional service to clients and stakeholders. You'll be responsible for managing daily operations, coaching team members, and driving continuous improvement in service delivery. This role offers the opportunity to lead by example in a fast-paced, purpose-driven environment where customer care is at the heart of everything Aidacare does. Your responsibilities will include:

• Lead and manage the day-to-day operations of the Customer Service team, ensuring smooth workflow and adherence to safety guidelines.

• Drive team performance by setting clear expectations, monitoring results, and providing regular feedback and coaching.

• Foster a positive team culture built on collaboration, respect, and accountability.

• Ensure all team members are adequately trained and inducted, with ongoing development to maintain high service standards.

• Oversee customer interactions to ensure enquiries are handled professionally, promptly, and in line with contractual requirements (including DVA, TAC, and key accounts).

• Prepare and submit compliance reports

• Maintain strong relationships with internal stakeholders, including Sales and Warehouse teams, to ensure seamless service delivery.

• Promote continuous improvement initiatives and contribute to the development of quality management processes.

• Support specialist tasks within Sales and Customer Service as required.

What you'll need to succeed

To be considered for this role, you will meet the following criteria:

• Proven experience in leading a customer service team within a fast-paced environment.

• Strong leadership skills with the ability to motivate, coach, and develop team members.

• Excellent communication and interpersonal skills to build strong relationships with customers and internal stakeholders.

• Ability to display empathy and professionalism in all interactions.

• Strong organisational and time management skills to manage competing priorities effectively.

• High attention to detail and accuracy in managing processes and compliance requirements.

• Proficiency in using CRM systems and Microsoft Office Suite (or similar platforms).

• A proactive approach to problem-solving and continuous improvement.

• Experience with aged care or disability (personal or professional) will be highly regarded but not essential

What you'll get in return

In return for your hard work and dedication, you will enjoy:

• A fantastic permanent opportunity to join a well-established company.

• Comprehensive training and ongoing professional development.

• Supportive and collaborative team environment.

• The chance to work with a leading healthcare equipment provider making a real difference in people's lives.

• Access to employee benefits.

Tanya Murray is currently recruiting this exciting permanent opportunity so if this sounds like the role you have been looking for and hold all the above requirements, apply ASAP via the link. At Hays, we value diversity and are passionate about placing people in a role where they can flourish and succeed. We actively encourage people from a diverse background to apply.